AccountId: 011433970860
ContactId: c4c26e26-d7d3-4aed-bd99-67bea2e21933
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249460 ms
Total Talk Time (AGENT): 83911 ms
Total Talk Time (CUSTOMER): 94306 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c4c26e26-d7d3-4aed-bd99-67bea2e21933_20250513T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] You're cutting out a whole lot.
[AGENT][NEUTRAL] Oh, I am so sorry, sir. This is [PII] with APL. How, how may I help you? Can you hear me better?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I can hear you better. Um, so I have 3 policies with you. They're older policies. I can give you the policy number, but the policy number is out of date.
[CUSTOMER][NEUTRAL] Um, I can give you a reference number which is a group number. I can give you my social. Um, we always get three bills at the same time pretty much every year. One bill says it was I called previously and they said one bill was paid up until [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I asked for a confirmation email that states that it was paid for for until [PII]. I've called twice now. I've not received the email. What would you like me to do to get that, uh, document sent to us?
[AGENT][POSITIVE] OK sir, I can help you with your email, sir. May I please get your name and your callback number just in case the call is disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Spelled [PII] Last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My telephone number is [PII].
[AGENT][NEUTRAL] And what is
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 7254
[AGENT][NEUTRAL] Thank you, sir. And then you said you had a policy number that was old. What is that policy number so I could pull in your current policies?
[CUSTOMER][NEUTRAL] 9191444
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], for security reasons can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um, email is [PII].
[AGENT][NEUTRAL] Thank you and I see the phone number you gave me to call you back on is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] All right, let me see.
[AGENT][NEUTRAL] What's going on?
[CUSTOMER][NEUTRAL] The bill is for $54 or it has been.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you like a reference number?
[AGENT][NEUTRAL] Uh, the reference number would be for your statement. Is that correct?
[CUSTOMER][NEUTRAL] Well, that's what I was told is a reference number so I can give it back to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII], I'm gonna put you on a quick hold while I transfer you on over to customer service so that they can speak to you over there as far as getting that email to you showing that you have paid, OK? It's gonna be a brief hold and I'm.
[CUSTOMER][NEUTRAL] OK, I'm gonna, I'm gonna call back. I, I don't have that much time, so that's why I was asking before, um, I'll try calling back.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, now I can let them know you verified your.